Head of Accounts

Orium

10h•$130,000 - $160,000•Remote

About The Position

Orium is seeking a Head of Accounts to lead the growth, management, and scaling of its current client portfolio. This strategic leadership role is responsible for transforming account management into a disciplined, insight-driven, and AI-enabled function focused on maximizing customer lifetime value. The Head of Accounts will own the end-to-end account growth engine, including team leadership, commercial outcomes, and operational discipline for account planning, forecasting, and sales operations. This role involves managing Account Managers and collaborating with Delivery, Line of Business Owners, Marketing, and Sales leadership to ensure active account management, accurate forecasting, and expansion. The ideal candidate will be a strong consultant capable of understanding client business challenges, mapping them to commercial opportunities, and leading strategic planning discussions. A key aspect of this role is scaling the use of AI within the account management function to enhance efficiency, effectiveness, and quality, and to help clients connect AI-enabled opportunities to measurable business outcomes.

Requirements

Experience leading account management, client growth, customer success, or existing-client sales in a professional services, digital consulting, commerce, or technology environment.
Track record of growing existing enterprise accounts and driving expansion revenue.
Experience owning bookings, forecasts, pipeline management, or revenue targets.
Strong understanding of account planning, stakeholder mapping, relationship development, and expansion strategy.
Ability to create and operationalize playbooks, processes, and reporting.
Strong commercial judgment and comfort working with revenue, margin, pipeline, and forecast data.
Demonstrated ability to operate at the executive level with senior client stakeholders
Experience managing or coaching account managers, client success managers, or sales team members.
Excellent communication skills, with the ability to influence senior internal and client stakeholders.
Comfort working cross-functionally with delivery, strategy, finance, sales, and executive teams.
Familiarity with CRM systems, forecasting tools, and sales reporting practices.

Nice To Haves

Experience in composable commerce, digital transformation, ecommerce, retail technology, or enterprise platforms is an asset.

Responsibilities

Carry a personal portfolio of 5–8 priority accounts, serving as the primary commercial relationship owner and demonstrating the standard of account management the team is expected to deliver.
Drive expansion and renewal conversations at meaningful deal sizes ($200K–$500K+), personally navigating complex client organizations, building multi-stakeholder relationships, and closing commercial opportunities.
Use personal account work to model the consultative selling, objection handling, and proactive commercial engagement the broader team is being coached to develop.
Own the strategy for growing Orium’s existing client portfolio, with accountability for expansion revenue and lifetime value.
Identify, prioritize, and drive expansion opportunities across accounts, including cross-LOB expansion (Commerce to DXP, DXP to Agentic), partner-driven joint plays (commercetools, Stripe, Contentstack), transition of project-based clients into ongoing optimization or managed service relationships, and long-term partnership growth.
Establish account-level growth strategies for priority clients, including relationship mapping, opportunity hypotheses, and commercial targets.
Partner with Sales, Delivery, and LOB leaders to convert account insights into executable growth plans.
Monitor account health, client satisfaction, delivery performance, and commercial potential to proactively manage risk and opportunity.
Elevate client relationships to executive-level partnerships, positioning Orium as a long-term strategic advisor.
Frame AI as a driver of customer outcomes, helping clients understand how AI can support measurable business goals such as increased revenue, improved conversion, lower operational costs, better customer experiences, and faster execution.
Define and implement Orium’s account management playbooks, including standards for account planning, business reviews, relationship management, renewal motions, expansion planning, and risk mitigation.
Create a consistent operating rhythm for managing current accounts across the business.
Establish clear expectations for how account teams identify opportunities, document account intelligence, manage stakeholders, and progress expansion conversations.
Improve visibility into account activity, pipeline, and next steps across Orium’s leadership team.
Build scalable playbooks, templates, and tools that improve consistency without adding unnecessary complexity.
Design and implement an AI-enabled account management function that increases scale, quality, and efficiency.
Embed AI and agentic workflows across: account research and planning, opportunity identification, forecasting and reporting, and meeting preparation and follow-through.
Develop reusable, AI-supported assets such as account plans, growth frameworks, and expansion playbooks.
Build and operationalize AI-assisted workflows, including account research, meeting preparation, follow-up, and opportunity tracking that raise the consistency and quality of account team output.
Help connect AI initiatives within client accounts to measurable business outcomes, articulating value in terms of revenue growth, operational efficiency, improved customer experience, and speed to market.
Define and track success metrics such as increased opportunity conversion, improved forecast accuracy, and reduced manual effort.
Own day-to-day sales operations for existing accounts, including bookings targets, pipeline hygiene, opportunity tracking, and quarterly forecasting.
Lead the account forecast process, ensuring bookings projections are accurate, current, and tied to concrete client opportunities.
Partner with cross-functional leadership to track bookings performance, forecast gaps, and account-level revenue opportunities.
Ensure CRM data and account records are complete, accurate, and useful for decision-making.
Develop reporting that gives leadership clear visibility into account performance, expansion pipeline, forecast confidence, and commercial risks.
Manage and develop the account management team, including Account Managers, CSM-commercial hybrids, and Client Partners, providing clear priorities, development support, and accountability, with a focus on commercial thinking, opportunity development, and client engagement.
Coach the team on consultative selling, objection handling, and proactive commercial engagement — building the skills required to push commercial conversations forward when clients deprioritize, to create urgency around expansion, and to lead strategic discussions independently.
Set standards for account management excellence and ensure the team is operating with discipline and consistency.
Help define the future structure, roles, and responsibilities of Orium’s account management function as the business grows.
Build strong cross-functional relationships with Delivery, Strategy, Sales, Marketing, and Executive leadership.
Act as a senior escalation point for key client and commercial challenges.